If you ever have a problem with a sale, we're here with resolution guidelines, programs, and services to help you get the best outcome possible.
Unpaid item cases are handled differently from other Resolution Center cases. Use the unpaid item process if you're a seller whose buyer hasn't paid, or if you're a buyer who's been notified of an unpaid item case.
If you have a problem regarding Feedback or identity theft, please go to Customer Support.
Working it out in the Resolution Center
Open a case in the Resolution Center to work things out with your trading partner. We'll help track and resolve your case.
As a buyer, the Resolution Center will help you when:
You pay for and receive an item, but it doesn't match what was described in the listing. For example, the listing says it's new but it looks used, or the listing says it's a book, but it's a DVD.
You pay for an item but don't receive it. You may be covered by eBay Buyer Protection for your purchase plus original shipping costs.
If the seller isn't helping you, eBay Customer Support may handle the case and resolve the problem.
As a seller, the Resolution Center will help you when:
Timing is important
If someone opens a case with you, it's important to respond quickly and work with your trading partner to resolve the problem. There is a window for opening an eBay Buyer Protection case, being credited for certain fees, or taking certain actions in response to a case. You'll receive this information when you file a case.
If you're a seller and you don't address your trading partner's concerns, or don't respond within the time specified, the case could be sent to us for review.
If you're a seller, you have 3 business days to respond to a case for items not received or that don't match the seller's description.
If you're a buyer, you have 4 days to pay for an unpaid item once you've been notified. If you don't respond, the unpaid item could be recorded on your account, which can lead to restrictions or suspension of your account.
If you're a buyer and you've had a problem with your purchase, contact us so we can help.
You'll need to wait until after the estimated delivery date or 7 business days after making payment if you weren't given an estimated delivery date. You have up to 45 days after you paid to open a case.
If 3 business days have passed, and the seller hasn't responded, you can escalate the case to Customer Support. We'll review the case and may give you a refund up to the purchase price plus original shipping. If we don't hear from you within 30 days of opening the case, we will assume the case has been resolved and we'll close it with no additional action. Once the case has been closed, it can't be reopened.
For more information on the item that the case refers to, click the View purchased item link in the Resolution Center.
Important for sellers: If you sell on eBay.co.uk or eBay.de, cases from these buyers may have different timelines. Learn more about responding to cases on international eBay websites.
Responding to the correct version of the listing
It's possible that the seller has more than one version of a listing. To make sure that your case is for the correct version, click the View purchased item description link in the Item details box.
Responding to a case
To respond to a case:
Your trading partner lets us know about a problem by submitting a case through our Resolution Center.
You receive an email from eBay describing the case.
Read about the issue and click Respond Now.
The Resolution Center – Case details page appears. Fill in your information and click Submit response.
You receive a confirmation that your response has been sent to your trading partner.
Keep communicating until you've resolved the case.
To help yourself, your trading partner, and eBay keep track of your communications, respond to the case only as indicated by the emails through the Resolution Center.
If you aren't able to work things out with your trading partner, we'll review the case and determine an outcome—such as a refund, transaction reversal, or buyer's requirement to complete payment (among other possibilities).